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This article contains resources for setting up and using Zendesk Talk, including documentation, videos, and community tips.

Tip: If you want to learn more about communicating with your customers by phone and text message, check out the Zendesk Talk for Agents training course.

Documentation

Getting started

  • Welcome to Talk
  • Getting started with Zendesk Talk for voice
  • Understanding how Talk calls become tickets
  • Evaluating your Zendesk Talk trial account
  • Understanding Talk Partner Edition
  • Testing your voice support setup

Setup and overview

  • Zendesk Talk number availability and pricing
  • Zendesk Talk and Zendesk Text number FAQs
  • Choosing the right Talk line type
  • Verifying your business for Zendesk Talk phone number purchasing
  • Zendesk Talk and Zendesk Text number regulatory requirements
  • Configuring Talk settings
  • Determining your Zendesk Talk staffing requirements
  • Preparing to use Zendesk Talk
  • Activating Talk and configuring general settings
  • Adding Zendesk Talk lines
  • Giving agents access to Talk
  • Configuring voicemail options
  • Standardizing your outbound caller ID
  • Enabling callback
  • Configuring Zendesk Talk settings for the Web Widget
  • Setting up Talk numbers for multiple brands
  • Porting numbers for Zendesk Talk
  • Best practices for call recording
  • Talk network requirements
  • Understanding Talk Embedded voice
  • Adding a Talk digital line
  • Adding a Talk SIP-IN line
  • Connecting an external AI agent using a SIP-IN line
  • Adding a call button to your mobile app
  • Emergency calling in Talk
  • Using the Voice API powered by Zendesk Messaging
Agent guide for Talk
  • Setting up your browser or phone for calls
  • Receiving and placing calls with Zendesk Talk
  • Receiving incoming calls
  • Making outbound calls
  • Returning callback requests
  • Putting calls on hold or mute
  • Transferring calls
  • Ending calls
  • Setting your Talk agent state
  • Adding a third-party to a conference call
  • Pausing and resuming call recordings with agent recording controls

Managing Talk

  • Managing Talk number settings
  • Managing call recording options in Talk
  • Managing outgoing greetings
  • Routing incoming calls to groups of agents
  • Managing overflow calls and after-hours routing
  • Routing incoming calls with IVR
  • Routing calls based on business hours
  • Blocking unwanted callers
  • Understanding call recording permissions (opt-in and opt-out)
  • Understanding how Talk handles unknown callers

Reporting

  • Reviewing Talk usage charges
  • Monitoring calls with the Live calls dashboard
  • Analyzing call activity with the Talk Team dashboard
  • Analyzing call activity with the Talk Professional dashboard
  • Analyzing your Talk activity
  • Zendesk Talk dashboard metrics reference
  • Reporting on calls with Explore
  • Reporting on Talk network and audio quality

Best practices

  • Best practices for Zendesk Talk
  • Best practices to plan for Talk
  • Best practices for rolling out Talk
  • Best practices for monitoring and maintaining Talk
  • Best practices for Talk from the Zendesk customer service team
  • Talk recipe: Scheduling callbacks using third-party tools

Zendesk Text

  • Getting started with Text
  • Zendesk Text number availability and pricing
  • Adding and managing Text numbers
  • Text usage pricing
  • Automating SMS support with Text triggers
  • Reviewing Text history
  • Using Text notifications with triggers: Recipes and tips
  • Registering to use A2P 10 DLC for text messaging
  • Country-specific requirements for text messaging

Reference

  • Understanding the Talk Usage SLA
  • Zendesk Talk billing FAQ
  • Zendesk Talk call recording FAQ
  • About Zendesk Talk plan types
  • Talk developer resources
  • Privacy and data protection law resources for Talk
  • Configuring quality of service (QoS) settings for Talk on Windows domains

Support tips and community

  • Zendesk Talk: Tips from Zendesk Support
  • Zendesk Talk Troubleshooting Tips
  • Talk network requirements
  • Porting numbers for Zendesk Talk

Blog posts

  • How to conquer your fear of phone support

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